Certificate IV in Loss Adjusting

This qualification is designed to reflect job roles in loss adjusting in a range of insurance organisations. Possible work functions may include:

applying procedures and strategies for retaining and enhancing the customer relationship

inspecting for damage, recommending repair work and inspecting quality of work related to insurance claims


Packaging Rules

13 units must be achieved.

4 core units

plus9 elective units

A maximum of 7 of the required elective units of competency must be selected from elective Groups A, B or C

the remaining 2 electives may be selected from Group D or other units aligned to Certificate IV qualifications in the FNS10 Financial Services or another endorsed Training Package or accredited course

A maximum of 2 electives may be selected from units aligned to Diploma qualifications in any endorsed Training Package or accredited course.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Units selected from other Training Packages or accredited courses must not duplicate units selected from or available within the FNS10 Financial Services or BSB07 Business Services Training Packages.

Core units of competency:

add topic BSBITS401A Maintain business technology

add topic BSBOHS404B Contribute to the implementation of strategies to control OHS risk

add topic BSBWOR401A Establish effective workplace relationships

add topic FNSINC401A Apply principles of professional practice to work in the financial services industry

Elective units of competency:

Group A (Vehicle inspection and assessment)

add topic FNSIGN401A Provide technical guidance

add topic FNSIGN402A Inspect quality of work

add topic FNSIGN403A Estimate jobs

add topic FNSIGN404A Inspect damage and develop scope of work

add topic FNSIGN405A Inspect vehicle systems and components and determine preferred repair action

add topic FNSIGN406A Inspect vehicle or property for saleable items and determine their value

Group B (Handling claims)

add topic FNSCUS401A Participate in negotiations

add topic FNSISV405A Analyse insurance claims

Group C (Customer services)

add topic BSBCUS301A Deliver and monitor a service to customers

add topic BSBCUS401A Coordinate implementation of customer service strategies

add topic BSBCUS403A Implement customer service standards

Group D (General)

add topic BSBCCO402A Gather, collate and record information

add topic FNSCUS402A Resolve disputes

add topic FNSILA501A Plan and implement loss investigation

add topic FNSILA502A Evaluate collected information

add topic FNSILA503A Report findings and provide guidance to involved parties


    Qualification Pathway

    The primary pathway from this qualification is employment in assistant job roles in:

    customer service

    vehicle inspection and assessment

    This qualification may be suited to an Australian Apprenticeship pathway.

    A further learning pathway utilising qualifications such as FNS51410 Diploma of Loss Adjusting or one of the specialist qualifications would support career progression.

Entry Requirements

Not applicable.

Licensing Information

Not applicable.

Employability Skills


Employability Skill

Industry/enterprise requirements for this qualification include:


communicating ideas and information cognisant of clients' social and cultural diversity and special needs

consulting and negotiating with internal and external stakeholders

consulting, questioning, clarifying and evaluating information

demonstrating selling skills including matching needs with products/services

interpreting customer needs

investigating and negotiating to resolve disputes within area of responsibility

possessing sound presentation skills with an ability to 'read' verbal and non-verbal body language

using a range of techniques to elicit feedback from customers

using specialist language in written and oral communication

using well-developed interpersonal skills and having the ability to produce a wide range of reports and make presentations as required

writing in a range of styles to suit different audiences


coaching and mentoring staff to reach minimum customer service standards

developing a rapport with clients when identifying their needs, objectives and financial situation

developing team plans and contributing to team cohesion

making constructive contributions to group decision making processes

providing feedback to team members

Problem solving

conducting needs analyses

estimating, forecasting and conducting competitive comparisons

performing calculations and developing a risk investment profile for individual clients

resolving poor performance issues within scope of responsibility

working proactively with management to resolve workplace issues

Initiative and enterprise

being creative and providing innovative solutions to complex issues

responding to new and changing circumstances to ensure accurate and timely advice

Planning and organising

evaluating and authorising payment requests

maintaining accounts records for compliance purposes

preparing financial reports

recording, gathering and classifying information


acting as a role model for others

taking to management concerns with own level of responsibility

working ethically and complying with all industry codes of practice and legislative requirements


applying learning to develop improved practices

coaching and mentoring others to acquire new knowledge and skills

contributing to the learning of others through implementing team building exercises

developing and maintaining professional competency


selecting and using technology and software packages to record, track and retrieve information

using electronic communication devices and processes (e.g. internet, fact finder, email) to produce written correspondence, charts, diagrams, schedules and reports